Estimated Length: 12 months, 40 hrs/week

***LOCAL CANDIDATES ONLY (IN-PERSON INTERVIEW)

SKILLS:

MUST HAVE 

1. Windows 10 Deployment / Roll-Out Experience
2. One or more of A+, Microsoft and/or Citrix Certifications, Office 2016
3. Flexible/Easy Demeanor and Personality
4. No More than 3-4 jobs/assignments in last 5 years

NICE TO HAVE 

1. Field experience a BIG PLUS
2. Win 7 to 10 migration experience a BIG PLUS
3. Flexibility to travel anywhere within NYC area (i.e. all 5 categories below)
4. Citrix experience a BIG PLUS

15 positions (will travel to various client locations as identified below):

1. 3 in - Travel to (Manhattan North of 34th St, Bronx, Upstate NY, parts of CT and No NJ)
2. 3 in - Travel to (Manhattan South of 34th St, Brooklyn Queens, Staten Island)
3. 3 in - Manhattan (Downtown location)
4. 3 in - Citrix Speciality (travel to all locations)
5. 3 in - Travel to East Queens, East Brooklyn, and Long Island

Critical Key Requirements

• The role of the Senior PC Support Technician (TIER 3) would need to have at least 7 to 9 years of desktop support experience. 
• Solid experience installing, configuring, and troubleshooting Windows 7/ Windows 10 hardware, drivers, and software including Microsoft Office 2016 and any other client authorized desktop applications as required. Windows OS Migration / Deployment experience is a must.   
• Solid Windows migration background with knowledge and expertise in following:
• • Microsoft Windows 7 & 10 
  • Microsoft Office 2016 and other office products
  • Ability to use Active Directory tools
  • Basic Networking
  • Knowledge of SCCM.
  • PC/ Laptop/ Thin Client Support
  • Printing Support 
  • Deploying images on a large-scale deployment.
  • Basic Citrix Support
  • Experience in installation of diverse set of software
  • Knowledge of ticketing systems like Service Now, Remedy a plus.
• Desktop Support Skills: An expert technology problem solver in following areas: Identifying issues, Repairing problems, Updating systems, Installing new and upgraded hardware and software, Troubleshooting computers and basic networks, Documenting systems, general preventative maintenance tasks
• Soft Skills for PC Support Technicians: 
  • Excellent demeanor with  oral, written and interpersonal communication skills.
  • Ability to Work in a Team Environment. 
  • Ability to prioritize your tasks and provide proactive support.
  • Ability to work independently and resourceful in searching for online solutions to issues.
  • Process oriented and metric performance driven.

Qualifications Experience & Education

• Minimum of 7 to 9 or more years’ experience in end user computing support required.
• Associate degree or higher in IT required.
• Minimum any one of the certificate (from the list below) required:
  • A + (CompTIA) Certification or
  • HDI – Desktop Support Technician Certification or
  • Microsoft Certificate: 
    • Microsoft Certified Solutions Associate (MCSA) on Windows 10 or
    • Microsoft Certified Professional (MCP) or
    • Microsoft Certified IT Professional (MCITP) or
    • Microsoft Certified Solutions Expert (MCSE) or
  • Any Citrix XenApp & XenDesktop, Microsoft Hyper-V, or VMware Certified Professional Certification or
  • ACMT (Apple) - AppleCare Mac Technician or
  • Server + (CompTIA)
• Solid understanding of:
  • Microsoft OS 7 & 10, Microsoft Office 2016 and Office 365.
  • Microsoft Exchange 2016, Lync, Skype for Business, One Drive for Business
  • Microsoft System Center Configuration Manager (SCCM).
  • PC imaging and Microsoft OS/Office upgrades.
  • PC cyber security software solutions.
  • Remote PC connectivity solutions and remote desktop support.
  • Active directory pertaining to user account creation, security and distribution groups.
• Basic understanding of:
  • Laptop setup, configuration and encryption.
  • Conference room projectors and flat screen connectivity.
  • PC Lifecycle management
  • Old Equipment Recycling management
  • Image Management & PXE Lab computers
  • Escalation point for incident tickets

Responsibilities

• Under direct supervision of the Desktop Support Manager, provides advanced system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of Imaging client PC systems and applications for both on-site and off-site locations
• Install, upgrade, support and troubleshoot Desktops, Laptops and Thin Client devices, Windows 10 and Microsoft Office 2016 and any other authorized desktop applications and provide ongoing Citrix/ Thin Client Support in the client's environment. Perform hardware imaging, device end user setup and network connectivity.
• Resolving Service desk ticket requests both locally and throughout the client's organization by either remote support or desk-side visits.
• Deploy Windows 10/ Office 2016 to all client agencies and all client locations (1,155 locations within NY City Transit, Long Island and Upstate New York, Connecticut, New Jersey) as required.
• Prioritize incident, service request and track desktop support activity.
• Troubleshooting PC related issues and addressing cyber security request.
• Support onsite client visits with network connectivity and printing as needed.
• New hire onboarding, termination and PC hardware distribution and asset collection.
• Support printer issues, wireless connectivity and conference room projectors.
• Document all work done and update ticketing system with updates and asset records

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